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  • Self-Reflection: Service Aid

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    Roosevelito Maitre
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    This document provides a self-reflection form for call agents to document how well they handled calls for a roadside assistance company. The form includes sections to note what went well and could be improved in areas like call flow usage, system usage, site resolution, and customer service. Agents are asked to provide feedback on their performance in properly branding calls, determining customer and vehicle information, following dispatch procedures, communicating expectations, and demonstrating excellent customer service.

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    Self Reflection

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    This document provides a self-reflection form for call agents to document how well they handled calls for a roadside assistance company. The form includes sections to note what went well and could be improved in areas like call flow usage, system usage, site resolution, and customer service. Agents are asked to provide feedback on their performance in properly branding calls, determining customer and vehicle information, following dispatch procedures, communicating expectations, and demonstrating excellent customer service.

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    © All Rights Reserved
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    Download as pdf or txt
    32 views2 pages

    Self-Reflection: Service Aid

    Uploaded by

    Roosevelito Maitre
    This document provides a self-reflection form for call agents to document how well they handled calls for a roadside assistance company. The form includes sections to note what went well and could be improved in areas like call flow usage, system usage, site resolution, and customer service. Agents are asked to provide feedback on their performance in properly branding calls, determining customer and vehicle information, following dispatch procedures, communicating expectations, and demonstrating excellent customer service.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    of 2

    SERVICE AID

    Self-Reflection
    Use this form to document how you feel you did overall while taking calls for Agero Roadside
    Assistance. Be sure you indicate both what you did well and what could have been better. We
    will share our experiences with each other in our next live session.

    Call Flow Usage


    (Proper branding, safety determination, customer with vehicle, closed loop notification,
    dispatch procedures, communication of expectations)

    What went well? What could have been better?

    System Usage
    (Customer information, vehicle information, problem determination, coverage, tow to location,
    closed loop, dispatch procedures, comments/documentation)

    What went well? What could have been better?

    Arise Virtual Solutions, Inc. all Rights Reserved 1


    SERVICE AID
    Self-Reflection (cont.)

    Site Resolution

    What went well? What could have been better?

    Customer Service
    (Excellence, courtesy, “Can Do,” attentive listening, proper hold/transfer)

    What went well? What could have been better?

    Arise Virtual Solutions, Inc. all Rights Reserved 2

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